Process Automation

Automated Response and Routing

EpiAnalytics process automation technology automates up to 100% of your inbound customer service traffic.  With intelligent desktop functionality your customer service representatives will be able to efficiently provide precise answers to the ever increasing number and variety of customer emails, chats, and support calls.  The EpiAnalytics solution seamlessly analyzes all incoming customer requests and agent notes in real-time, categorizes them with precise text analytics technology.  Once categorized workflow triggers serve auto-response solutions to your customers or routes the case with suggested solution to specific agent queues for servicing by your customer service and sales teams.
Process Automation Benefits
With EpiAnalytics business process automation solutions you can:

  • Automate 75% or more of all incoming customer communications and 100% specific customer requests with industry-leading accuracy, significantly reducing costs.
  • Surpass service levels agreements (SLA’s) and maximize efficiency with intelligent routing, delivering scripted response templates, resulting in significantly lower response times and more standardized responses, regardless of agent experience.
  • Gain increased control and visibility into customer communication processes and enhance contact center performance.
  • Augment your existing business infrastructure including CRM, ERP, and other BI and data warehouse systems.

Client Use Cases

Advanced process automation functionality enables support organizations to better manage customer service requests.  Several client use cases are outlined below:

  • A major Consumer Packaged Goods client deployed EpiAnalytics solutions in their customer support organization powering a global Intelligent Desktop™ initiative.  The client uses a number of outsourced vendors as well as in-house agent teams.  With our solutions the in-house teams and outsourced vendors’ agents are now receiving support cases with the right knowledge article already attached to the inbound support request reducing Average Handle Time (AHT) and the number of agent hours required to support the customer support volumes.  In addition, manual efforts and human error is minimized and agents have more time to create world-class customer experiences.
  • At a global online subscription software provider, EpiAnalytics process automation solutions help the support organization handle inbound customer service requests (as well as customer replies to outbound marketing campaigns).  Our SmartCase™ product consistently automates of over 70% of their inbound support requests. For many Frequently Asked Questions (FAQ’s) our solution triggering automated responses directly to customers with the right knowledge article and the client is achieving nearly 100% automated Case Closure Rates.  The result is that the Average Handle Time has been cut in half, and the same amount of agents can handle twice the customer service volume.  In addition, customer satisfaction has gone up significantly because customers are receiving quicker answers to their sales and service requests.
  • A global business-to-consumer company is using SmartCase™, EpiAnalytics “game changing” solution to maximize agent productivity by routing customer requests to the right agent queue and delivering the right solution to the agent quickly.